Senior Customer Service Representative (004 - 1276)

​​Looking for Philippines-based candidates

Job Role: Senior Customer Service Representative

Compensation range: $1,400 AUD - $1,800 AUD / Monthly

Engagement type: Independent Contractor Agreement

Work Schedule: This role is expected to align with the AU business hours (approx. 8:30am to 6:30pm, Monday to Friday, Sydney Time) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.

Who We Are

At the company, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

Who The Client Is

The client is a national organisation that specialises in expert translation and interpretation services. With NAATI-certified professionals and teams across major Australian cities, they offer fast, high-quality language support to government, businesses, and individuals. They’re big enough to manage complex projects, yet flexible and approachable enough to deliver personalised, top-tier customer service every time.

Role Overview

We’re looking for experienced and reliable Customer Service Officers / Call Centre / Booking Officers to join a remote team supporting an Australian-based client.

This is a full-time independent contractor role, working directly with Australian customers and interpreters. The role involves handling calls, coordinating bookings, following up with clients and interpreters, and ensuring each booking is handled accurately and efficiently.

Clear communication and a neutral to minimal Filipino accent are essential for this role, as you’ll be speaking directly with Australian customers and stakeholders.

Key Responsibilities

• Allocate face-to-face, video, and telephone bookings to the appropriate interpreters.

• Follow up with clients regarding bookings and provide suitable alternatives when required.

• Contact interpreters from the SYL panel to offer upcoming bookings and negotiate travel fees where necessary.

• Contact interpreters from NAATI / AUSIT to fulfil booking requirements.

• Handle inbound customer enquiries via phone, email, and other communication channels in a professional and friendly manner.

• Provide accurate information, resolve common issues, and follow up on customer enquiries as needed.

• Maintain accurate and detailed records of customer and booking interactions using internal systems.

• Contact clients and interpreters by phone or email to confirm and follow up on bookings.

• Coordinate with internal teams to escalate and resolve more complex issues.

• Meet individual KPIs relating to response times, booking completion, customer service, and issue resolution.

Requirements

• Minimum 3 years of call centre or customer service experience with Australian-based companies or customers. Australian work experience is a MUST.

• Experience in booking coordination, call centre, customer service, scheduling, or similar roles is highly preferred.

• Excellent spoken English with clear, neutral to minimal accent. Candidates must be easy to understand when speaking with Australian customers.

• Strong communication and active listening skills.

• Comfortable handling a high volume of calls and managing multiple bookings or enquiries at the same time.

• Strong attention to detail and ability to follow processes accurately.

• Reliable high-speed internet connection and a computer capable of running multiple systems and handling calls smoothly.

• Previous work-from-home experience is preferred.

• Must be based in or near Manila or Cebu, as this will help ensure reliable internet access and make future training and team meetings easier to coordinate.

• Must be available to work full-time, 8:30 AM to 6:30 PM Sydney time.

• Must be willing to provide an NBI Clearance.

• Must be willing to undergo a third-party background check as required by the client.

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work

• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)